Our online forms and systems

Some of our forms and systems will be offline between 7:00pm on Tuesday 23 April and 7:00am on Wednesday 24 April. Forms or payments submitted or made by phone after 8:30pm may not be received. To find out more about the section 114 notice, visit our section 114 page

What are tenant satisfaction measures?

As part of a new system developed by the government's Regulator of Social Housing, we are legally obliged to seek your views and collect information on a number of new 'tenant satisfaction measures' or TSMs. There are 22 TSMs (12 Tenant Perception Measures (TPMs) and 10 Management Information Measures (MIMs).

The measures help to assess how well social housing landlords are doing at providing good quality homes and services.

We are asking our tenants to complete tenant satisfaction surveys based on the 12 TPMs so that we have a representative sample of people who use our services.

The responses that tenants provide feed into the overall TSMs. TSMs can then help to improve living standards by:

  • providing visibility for tenants to see how well we are doing and to hold us to account
  • measuring and showing how we engage with tenants, handle complaints, keep properties in a good state of repair and maintain building safety

TSMs also give the Regulator of Social Housing an insight into how we and other social housing landlords may need to improve services to tenants.

Page last updated: 13 November 2023

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